Honda Canada customer service sucks

[johnnyferns]

I live in Canada and I was travelling to the US this past Christmas. I had a problem with steering and so stopped and checked into a hotel. My baby boy was sick and getting worse. I called Honda Roadside Asisstance. They sent a Tow truck and I handed the driver my key. My car was towed to a dealership. Apparently the tow truck driver left the hand brake on and towed most of the way wiping out the rear brakes, drum, bearings etc. He must have realized his mistake before getting there and cleverly released the handbrake before rolling into the dealership. The Tech at the dealership found the drums very hot and so opened and found the parts ruined. I have since repaired at a dealership in Canada but Honda refuses to take responsibility for the tow company they dispatched. They say I have to take the matter up with the Towers, who of course are denying they left the handbrake on. I am left in the lurch by Honda Canada. Never buy Honda! They do not honor their warranty and will try to blame the problem on a third party.
Quoting Dave MacDonald (Supervisor, Customer service Honda Canada) "Honda does not take resposibility for the quality of service provided by towers we dispatch as part of the HONDA Roadside Assisstance."
How do I know they will not do the same on any future in-warranty claim and wriggle out of it? I am not happy with my civic and would like to return it for a refund! Isn't there some law protecting people from this sort of crookery? Or are companies in Canada allowed to trample on peoples rights?
If anybody has any advise on my next step please help!
Thanks in advance.

[spf1971]

I live in Canada and I was travelling to the US this past Christmas. I had a problem with steering and so stopped and checked into a hotel. My baby boy was sick and getting worse. I called Honda Roadside Asisstance. They sent a Tow truck and I handed the driver my key. My car was towed to a dealership. Apparently the tow truck driver left the hand brake on and towed most of the way wiping out the rear brakes, drum, bearings etc. He must have realized his mistake before getting there and cleverly released the handbrake before rolling into the dealership. The Tech at the dealership found the drums very hot and so opened and found the parts ruined. I have since repaired at a dealership in Canada but Honda refuses to take responsibility for the tow company they dispatched. They say I have to take the matter up with the Towers, who of course are denying they left the handbrake on. I am left in the lurch by Honda Canada. Never buy Honda! They do not honor their warranty and will try to blame the problem on a third party.Quoting Dave MacDonald (Supervisor, Customer service Honda Canada) "Honda does not take resposibility for the quality of service provided by towers we dispatch as part of the HONDA Roadside Assisstance."
How do I know they will not do the same on any future in-warranty claim and wriggle out of it? I am not happy with my civic and would like to return it for a refund! Isn't there some law protecting people from this sort of crookery? Or are companies in Canada allowed to trample on peoples rights?
If anybody has any advise on my next step please help!
Thanks in advance.

But this isn't a warranty issue and the fault would be with a third party.

[gilboman]

I live in Canada and I was travelling to the US this past Christmas. I had a problem with steering and so stopped and checked into a hotel. My baby boy was sick and getting worse. I called Honda Roadside Asisstance. They sent a Tow truck and I handed the driver my key. My car was towed to a dealership. Apparently the tow truck driver left the hand brake on and towed most of the way wiping out the rear brakes, drum, bearings etc. He must have realized his mistake before getting there and cleverly released the handbrake before rolling into the dealership. The Tech at the dealership found the drums very hot and so opened and found the parts ruined. I have since repaired at a dealership in Canada but Honda refuses to take responsibility for the tow company they dispatched. They say I have to take the matter up with the Towers, who of course are denying they left the handbrake on. I am left in the lurch by Honda Canada. Never buy Honda! They do not honor their warranty and will try to blame the problem on a third party.
Quoting Dave MacDonald (Supervisor, Customer service Honda Canada) "Honda does not take resposibility for the quality of service provided by towers we dispatch as part of the HONDA Roadside Assisstance."
How do I know they will not do the same on any future in-warranty claim and wriggle out of it? I am not happy with my civic and would like to return it for a refund! Isn't there some law protecting people from this sort of crookery? Or are companies in Canada allowed to trample on peoples rights?
If anybody has any advise on my next step please help!
Thanks in advance.

i dont see how this is honda's fault or have anything to do with warranty.

shouldn't your qualm be with the towers? i mean any car company roadside assistance could've chosen the same tow truck company and it'll all be the same.

[bembem]

I live in Canada and I was travelling to the US this past Christmas. I had a problem with steering and so stopped and checked into a hotel. My baby boy was sick and getting worse. I called Honda Roadside Asisstance. They sent a Tow truck and I handed the driver my key. My car was towed to a dealership. Apparently the tow truck driver left the hand brake on and towed most of the way wiping out the rear brakes, drum, bearings etc. He must have realized his mistake before getting there and cleverly released the handbrake before rolling into the dealership. The Tech at the dealership found the drums very hot and so opened and found the parts ruined. I have since repaired at a dealership in Canada but Honda refuses to take responsibility for the tow company they dispatched. They say I have to take the matter up with the Towers, who of course are denying they left the handbrake on. I am left in the lurch by Honda Canada. Never buy Honda! They do not honor their warranty and will try to blame the problem on a third party.
Quoting Dave MacDonald (Supervisor, Customer service Honda Canada) "Honda does not take resposibility for the quality of service provided by towers we dispatch as part of the HONDA Roadside Assisstance."
How do I know they will not do the same on any future in-warranty claim and wriggle out of it? I am not happy with my civic and would like to return it for a refund! Isn't there some law protecting people from this sort of crookery? Or are companies in Canada allowed to trample on peoples rights?
If anybody has any advise on my next step please help!
Thanks in advance.

Here's a clue.

You SUE the towers and get an affidavit from the mechanic.

End of story.

[tkyoshi]

Yeah the towing was done by a 3rd party, you should go after the towing company.

It was not a defect of the car, it was damaged by someone.

[DragonZealot]

Apparently the tow truck driver left the hand brake on and towed most of the way wiping out the rear brakes, drum, bearings etc. He must have realized his mistake before getting there and cleverly released the handbrake before rolling into the dealership.

You already pointed out its the tower's fault why you think this is a warranty issue? I would bet you will get very similar treatment from any car manufacturer.

You should claim the tower. Depending on the cost of the damage it may not be worthwhile.

Next time check everything over before the tower tow your car away.

[The_Professor]

In fairness to the OP, the tower is/was a company that Honda dispatched to perform a service. The OP did not select this particular company. I'm not convinced that Honda should cover the cost of repair, however I would at least expect them to either help with filing a claim against the towing company or perhaps offering to re-imburse for a portion of the repairs as a good will gesture.

[ES_Revenge]

I'm not trying to place any blame on you as clearly the tow driver should have released the parking brake, but it does sound like you did not apply the brake firmly enough or had an otherwise non-working parking brake.

If the brake were applied firmly enough, the rear wheels would not turn very easily and would certainly drag the tyres on the ground causing enough noise to alert the driver fairly quickly and then go and release the brake.

Of course if you had the brake applied fully, the tow driver may have only partially released the brake instead of fully releasing it, causing the wheels to turn without issue but the brakes still applied enough to overheat and cause damage.

But in either of the above it's fully the tow driver's fault as they should have been certain to fully release the parking brake before driving off.

As for Honda's responsibility I agree with The_Professor. It doesn't sound like they are at fault completely but they do have a hand in it. They are in a much better position to contact the tow company and make a claim with them than is the OP. Furthermore they dispatched the tow truck. They shouldn't just tell you "not our fault, you look into it, goodbye" This is really not a good way to keep customers either.

[majesus]

Wow what a crappy story.

I have totally sympathy for the OP

[leon200608]

Just stop buying their stuff! Those japanese car dealers thought their cars have so-called reliable reputation and therefore can treat people like crap...

[sonypcs]

ergh.....come on..Does everyone thinks that those Honda's and Toyota's are still Made in Japan ? Didn't everyone notice that all VIN has been displayed 1 or 2 on the first letter of VIN ? If it's made in Japan, it should be J on the first letter of the VIN. So far, only Mazda 3 and some luxury toyota's (RAV 4) or lexus is made in Japan...So if the dealers are telling you they are japanese made ? They are pure BS..What everyone are buying right now are Japanese Brand with US or Canadian Made Cars..Same as what you buy like a GM, Ford or Chrysler..

[gilboman]

ergh.....come on..Does everyone thinks that those Honda's and Toyota's are still Made in Japan ? Didn't everyone notice that all VIN has been displayed 1 or 2 on the first letter of VIN ? If it's made in Japan, it should be J on the first letter of the VIN. So far, only Mazda 3 and some luxury toyota's (RAV 4) or lexus is made in Japan...So if the dealers are telling you they are japanese made ? They are pure BS..What everyone are buying right now are Japanese Brand with US or Canadian Made Cars..Same as what you buy like a GM, Ford or Chrysler..

uh....No. Toyota/Honda N.American plants are NOT unionized ...and they still design their cars with lower tolerances. just look at how a chrysler is put together compared with a honda accord.

[gilboman]

Just stop buying their stuff! Those japanese car dealers thought their cars have so-called reliable reputation and therefore can treat people like crap...

better than having to drive around in a cobalt

[new_vr]

I would say the issue is between you and the towers. On the other hand, you would think Honda could have given you some good will, or told the tower to pay up if they want to remain part of honda's roadside plan

[GoiNGPoSTaL]

ergh.....come on..Does everyone thinks that those Honda's and Toyota's are still Made in Japan ? Didn't everyone notice that all VIN has been displayed 1 or 2 on the first letter of VIN ? If it's made in Japan, it should be J on the first letter of the VIN. So far, only Mazda 3 and some luxury toyota's (RAV 4) or lexus is made in Japan...So if the dealers are telling you they are japanese made ? They are pure BS..What everyone are buying right now are Japanese Brand with US or Canadian Made Cars..Same as what you buy like a GM, Ford or Chrysler..

Let me guess a Mazda 3 owner? There are more cars than that made in Japan: the Lancer, Murano, Scion's, Impreza, Forester, Yaris, and SX4 just to name a few and some Corolla's and Civic's are still made in Japan.